From the beginning, Lowe's Home Improvement has known that it takes more than quantity and price to capture the loyalties of the consumer. It takes quality and customer service.

According to John Burdick, manager at Lowe's Oneonta, "Ever since the first Lowe's store opened, the owners have committed to being customer service driven. The customer comes first. We take ownership and pride in making sure that we 'partner' with the customer."

"Home improvement is a huge investment for our customers and we want to be a part of that. From the moment they drive into the parking lot until they leave the store, we want to make sure they are very satisfied."

How does Lowe's ensure that satisfaction? Through relationship building, or as Burdick puts it, "partnership."

"The first thing our associates are taught in orientation is that they greet every customer that comes within 10 feet of them and walk that customer to product. They spend the time to get to know the customer. Building that relationship is probably the most important thing that we do."

For Lowe's employees, there's a corporate expectation of their ability and desire to 'partner' with the customer.

As Burdick notes, "We hold our associates to a higher level of accountability."

Lowe's understands that in this age of high volume discount competition, customer service will always be the real key to success.

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